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Troubleshooting Student Devices and Accounts

Version 7.1 by Christine Sklareski on 2025/03/05 14:56

Parents are asked to assist students with basic troubleshooting steps when needed. For more advanced device support, please refer students to the Department of Technology Services. Students are asked to contact their teachers for questions about online software systems.

For Chromebook support or if a teacher advises them to contact Technology Services for software support, students will be asked to open a technology support ticket through IncidentIQ (iiQ) at support.etownschools.org.

Students log in to IIQ with their district Gmail address (including "@etownstudents.org") and district password. Once in iiQ, fill in the fields with as much information describing the issue and note any troubleshooting steps that have been taken. The ticket will be assigned to the appropriate technician based on the information provided. Students will receive support ticket notifications through their district email account.

Information

Parents/Guardians can assist their students by opening a support ticket with Technology Services through a guest account in IncidentIQ. When creating a guest ticket for support, please include your name and email address, your child's name and grade, and your question or issue.

How to Use IIQ:

  • Tipsheet: shows how to create a new ticket and shows a sample new ticket email notification.
  • Tipsheet 2: shows how to add a comment, attach a file, view ticket activity and find attachments from technicians
  • Tutorial (9:14 min): gives an overview of the IIQ interface and how to create a ticket, search for submitted tickets and find the Knowledge Base.